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"A fight to replace a faulty jacket"

A review of Howes Cycles by Dr C M Johnston written on Thursday 21st of February 2008


I bought a £65 Altura night vision jacket from Howes, but the zip broke after 7 weeks. I took it back with the receipt for a replacement and was told that all they could do was to send it to the manufacturer to see IF it qualified for replacement. It took me about ten minutes to persuade the member of staff that I should have either a replacement garment or a refund and that leaving the shop with neither was simply unacceptable. Eventally, after going round in circles for some time, the staff member said that in this 'special' case he could sanction a replacement.

I am confident and assertive and managed to get what I had gone for (and what is normal in the case of a manufacturing fault), but it shouldn't take this amount of energy. I was shocked at the level of rudeness and aggression I encountered. Very poor customer service. I couldn't recommend this shop..

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